Post by bogan on Sept 16, 2020 17:24:20 GMT -5
DEPARTMENT DESCRIPTION
The Commercial Department is the key revenue generator for the club. The Arsenal Digital Experience area is a relatively new department that sits within the Commercial team.
The Digital Experience Team is formed of the Arsenal Membership & Marketing, Loyalty, Campaign & Insight and Product & Engineering teams. These teams are responsible for working cross functionally across multiple channels to maximise the commercial benefit that Digital Experience can bring to the business from our current reach of over 82m digital touchpoints across all platforms.
JOB PURPOSE
This job holder will be responsible for leading the newly created Loyalty team within Digital Experience at Arsenal Football Club, working closely with numerous departments in the organisation involved in fan engagement.
The individual will work collaboratively both across all Commercial functions and our 3rd party suppliers to lead the implementation and utilisation of the club's new strategic loyalty platform. This platform will be utilised to deliver a ground-breaking proposition that will complement our existing membership scheme, which underpins over £100m in matchday revenue. This exciting new proposition will also create a new line of revenue for the club through a payment service mechanic. The individual will also ensure that the club's loyalty strategy is designed to best support the wider Digital Experience Strategy that underpins the growth of our Commercial revenues.
RESOURCES MANAGEMENT
Management responsibility for: Loyalty team (initially 2 team members with 1 direct report)
Reports to: Head of Digital Experience
Budgetary signing limit and commercial framework: Sign-off limit to perform the functions of the role
KEY RESPONSIBILITIES
Leadership of Loyalty team
Work alongside the Head of Digital Experience and Head of Brand Marketing to proactively lead the Loyalty team and development of the strategy in line with both the Digital Experience objectives and broader Commercial strategy (supporting Premium, Ticketing, Fan Services, Retail, Partnerships, Brand Marketing etc.) across all channels.
Work alongside the Membership & Marketing team to ensure the membership proposition is aligned to and supports the Loyalty strategy.
Work alongside the Campaign & Insight and Product & Engineering teams to agree how these functions will pro-actively support the Loyalty strategy.
Establish relationships with key suppliers - Fortress (Loyalty platform) and Barclays (pre-paid card mechanic).
Line management of Loyalty Executive including objective setting and appraisals, fostering a can-do attitude and ethos of continual improvement. Develop skills in team to support delivery of Digital Experience Strategy
Own benefits realisation for Loyalty, ensuring relentless focus within the Loyalty team and throughout the business in delivering and exceeding the business case.
Develop detailed business plans with the clients of Digital Experience outlining the service the Loyalty team will deliver to drive the numbers that the business owns. Review progress against plan on a regular basis and communicate as part of the wider Digital Experience and organisational governance processes.
Project Management of Loyalty Implementation
Assume accountability for the build and launch of the loyalty scheme (currently planned for the start of the 2021/22 season).
Manage all workstreams (Technical, Business, Financial, Legal, Communications etc) in project delivery, managing budgets, status meetings and risk & issue controls in line with the clubs' project governance structures.
Support Head of Digital Experience in engaging key fan groups to ensure proactive input into the proposition development and launch.
Operational Ownership of Loyalty Proposition
Prioritise Loyalty operational activity across business in line with the Digital Experience strategy and business case, including identifying and remedying (escalating where required) any barriers to delivering the Digital Experience strategy
Own the Loyalty proposition and work collaboratively in reducing the club's churn across it's in-scope membership tiers (16+), approx. 200k members.
Own Loyalty data ensuring it is fit for business needs, including data governance and processes, structure, capture, protection (with legal), manipulation and analysis/insight for the business. Work with the Senior Campaign & Insight Manager to develop the clubs' data strategy and understanding of the value of data to the business.
Work across the business to create a catalogue of best in class set of loyalty rewards that drive loyalty engagement and ultimately enhance membership retention levels.
Working closely with the wider Digital Experience team, manage the Loyalty contact strategy and customer journeys including multi-channel campaign management design, execution and analysis. Campaigns should include but are not limited to points updates and affiliate promotions.
Technology roadmap
Develop, in partnership with the Digital Experience management team, Ticketing & Services Director, Head of Fan Services, Senior Operations Manager and IT Director, the development roadmap for loyalty.
MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION
Education/Qualifications/Training:
Degree educated
Recognised project management qualification an advantage
Specific Experience:
Over 5 years' experience working in a steady state loyalty operation in a blue chip organisation
Previous Financial Services (or similar) experience and an understanding of emerging pre-paid card propositions and how they can complement loyalty schemes through affiliate models
Understanding in the operation of sporting properties (particularly membership and ticketing) an advantage
Experience in bringing to market integrated front-end applications to drive the development of an loyalty engagement strategy
Experience in building out multi-channel trigger-based marketing communications to support loyalty schemes, including points updates and affiliate promotions
Experience in proposition development (ideation to implementation)
Leadership and management of a moderately sized team.
We expect the role and associated responsibilities to develop quite quickly and the opportunity would equally be suited to an ambitious individual seeking to move to the next stage of their career
Abilities/Skills/Knowledge:
Strong project management capability
Strong stakeholder management and relationship building skills
Strong commercial acumen and comfortable working with numbers
Ability to prioritise a significant and demanding workload & project
Proactive and tenacious, focused on areas which will drive the most value for the organisation
Expertise in campaign management
Highly data literate and comfortable presenting analytics to senior (c-suite) stakeholders
Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.
Closing Date: 23/09/2020
The Commercial Department is the key revenue generator for the club. The Arsenal Digital Experience area is a relatively new department that sits within the Commercial team.
The Digital Experience Team is formed of the Arsenal Membership & Marketing, Loyalty, Campaign & Insight and Product & Engineering teams. These teams are responsible for working cross functionally across multiple channels to maximise the commercial benefit that Digital Experience can bring to the business from our current reach of over 82m digital touchpoints across all platforms.
JOB PURPOSE
This job holder will be responsible for leading the newly created Loyalty team within Digital Experience at Arsenal Football Club, working closely with numerous departments in the organisation involved in fan engagement.
The individual will work collaboratively both across all Commercial functions and our 3rd party suppliers to lead the implementation and utilisation of the club's new strategic loyalty platform. This platform will be utilised to deliver a ground-breaking proposition that will complement our existing membership scheme, which underpins over £100m in matchday revenue. This exciting new proposition will also create a new line of revenue for the club through a payment service mechanic. The individual will also ensure that the club's loyalty strategy is designed to best support the wider Digital Experience Strategy that underpins the growth of our Commercial revenues.
RESOURCES MANAGEMENT
Management responsibility for: Loyalty team (initially 2 team members with 1 direct report)
Reports to: Head of Digital Experience
Budgetary signing limit and commercial framework: Sign-off limit to perform the functions of the role
KEY RESPONSIBILITIES
Leadership of Loyalty team
Work alongside the Head of Digital Experience and Head of Brand Marketing to proactively lead the Loyalty team and development of the strategy in line with both the Digital Experience objectives and broader Commercial strategy (supporting Premium, Ticketing, Fan Services, Retail, Partnerships, Brand Marketing etc.) across all channels.
Work alongside the Membership & Marketing team to ensure the membership proposition is aligned to and supports the Loyalty strategy.
Work alongside the Campaign & Insight and Product & Engineering teams to agree how these functions will pro-actively support the Loyalty strategy.
Establish relationships with key suppliers - Fortress (Loyalty platform) and Barclays (pre-paid card mechanic).
Line management of Loyalty Executive including objective setting and appraisals, fostering a can-do attitude and ethos of continual improvement. Develop skills in team to support delivery of Digital Experience Strategy
Own benefits realisation for Loyalty, ensuring relentless focus within the Loyalty team and throughout the business in delivering and exceeding the business case.
Develop detailed business plans with the clients of Digital Experience outlining the service the Loyalty team will deliver to drive the numbers that the business owns. Review progress against plan on a regular basis and communicate as part of the wider Digital Experience and organisational governance processes.
Project Management of Loyalty Implementation
Assume accountability for the build and launch of the loyalty scheme (currently planned for the start of the 2021/22 season).
Manage all workstreams (Technical, Business, Financial, Legal, Communications etc) in project delivery, managing budgets, status meetings and risk & issue controls in line with the clubs' project governance structures.
Support Head of Digital Experience in engaging key fan groups to ensure proactive input into the proposition development and launch.
Operational Ownership of Loyalty Proposition
Prioritise Loyalty operational activity across business in line with the Digital Experience strategy and business case, including identifying and remedying (escalating where required) any barriers to delivering the Digital Experience strategy
Own the Loyalty proposition and work collaboratively in reducing the club's churn across it's in-scope membership tiers (16+), approx. 200k members.
Own Loyalty data ensuring it is fit for business needs, including data governance and processes, structure, capture, protection (with legal), manipulation and analysis/insight for the business. Work with the Senior Campaign & Insight Manager to develop the clubs' data strategy and understanding of the value of data to the business.
Work across the business to create a catalogue of best in class set of loyalty rewards that drive loyalty engagement and ultimately enhance membership retention levels.
Working closely with the wider Digital Experience team, manage the Loyalty contact strategy and customer journeys including multi-channel campaign management design, execution and analysis. Campaigns should include but are not limited to points updates and affiliate promotions.
Technology roadmap
Develop, in partnership with the Digital Experience management team, Ticketing & Services Director, Head of Fan Services, Senior Operations Manager and IT Director, the development roadmap for loyalty.
MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION
Education/Qualifications/Training:
Degree educated
Recognised project management qualification an advantage
Specific Experience:
Over 5 years' experience working in a steady state loyalty operation in a blue chip organisation
Previous Financial Services (or similar) experience and an understanding of emerging pre-paid card propositions and how they can complement loyalty schemes through affiliate models
Understanding in the operation of sporting properties (particularly membership and ticketing) an advantage
Experience in bringing to market integrated front-end applications to drive the development of an loyalty engagement strategy
Experience in building out multi-channel trigger-based marketing communications to support loyalty schemes, including points updates and affiliate promotions
Experience in proposition development (ideation to implementation)
Leadership and management of a moderately sized team.
We expect the role and associated responsibilities to develop quite quickly and the opportunity would equally be suited to an ambitious individual seeking to move to the next stage of their career
Abilities/Skills/Knowledge:
Strong project management capability
Strong stakeholder management and relationship building skills
Strong commercial acumen and comfortable working with numbers
Ability to prioritise a significant and demanding workload & project
Proactive and tenacious, focused on areas which will drive the most value for the organisation
Expertise in campaign management
Highly data literate and comfortable presenting analytics to senior (c-suite) stakeholders
Arsenal FC is committed to the principle of equal opportunity and its policies for recruitment, selection, training, development and promotion are designed to ensure that no job applicant receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.
Closing Date: 23/09/2020
